The client portal, from your client's seat
One pass through the whole client portal as one of your client's own people sees it: signing in, raising a ticket, closing it, reading a bill, sharing a password and finishing a training.
What you will have
- Sign in without a password and land on your own Dashboard.
- Raise a ticket, write back on it, close it yourself, and reopen it if you were too quick.
- Find what you owe, what your service plans cost, and which quotes are waiting.
- Know what the card-on-file page is and when it appears.
- See who on your team can see what, share a password outside the portal safely, and finish a security training.
Why it works this way
There is no password anywhere in this portal. Signing in mails you a one-time link, so there is nothing for anyone at your company to forget, reuse or leak, and nothing for your IT provider to reset.
The portal is your IT provider's own records, shown to you directly. The ticket you raise here is the same ticket their techs work, the invoice you open is the same invoice their accounting raised, and the password you read is the one they maintain. Nothing here is a copy that can drift.
What you can see and do is decided by one role on your record, not by a page-by-page permission list. Your Users page prints that role's whole effect in one grid, so nobody has to guess who can do what.
Steps
Go to your IT provider's portal address, type your work email, and press Email me a sign-in link.
There is no password field. A one-time link arrives in your inbox; open it and press Continue. If your company signs in with Microsoft 365 or Google, use the two buttons above the field instead and skip the mail.
Go to your IT provider's portal address, type your work email, and press Email me a sign-in link. You land on your Dashboard.
The top row is the short version of your account: how many devices are being monitored for you, and what is currently outstanding on invoices. Under it, Service Performance shows how your IT provider is tracking against the response targets in your agreement, and your open tickets follow.
You land on your Dashboard. Open Tickets to see everything your company has raised.
The list opens on Active (Open) so finished work stays out of the way; switch Status to All to see closed tickets too. Priority and the search box narrow it further, and the Replies column tells you how much conversation a ticket already carries before you open it.
Open Tickets to see everything your company has raised. Press Get Support and say what is wrong.
Two fields, both plain English: a short Subject and a Description. Say what stopped working, what you already tried, and any error message word for word. That is the round of questions you do not have to answer later.
Press Get Support and say what is wrong. Your ticket opens on its own page with a number on it.
The strip across the top is the whole state of it in one line: the number to quote on the phone, the status, how urgent it is, who at your IT provider has it, and which contact it is filed under.
Your ticket opens on its own page with a number on it. Read the conversation under Communication.
Every message on the ticket, oldest first, so the first one is what you sent in. Notes your IT provider writes for themselves are never shown here, and there is no way to add one.
Read the conversation under Communication. Write back in the reply box and press Send Reply.
The reply box sits with the ticket, so you never leave the page to answer. Attach adds a file. Your reply lands on the ticket and the person working it sees it; the status stays whatever it already was.
Write back in the reply box and press Send Reply. When you are done with it, turn on Close on send.
The send button changes to read Send & Close, so the button says what it is about to do. If your IT provider reviews work before it closes, the switch reads Resolve on send instead. The User and Billing roles do not get this switch at all.
When you are done with it, turn on Close on send. Confirm it in the dialog.
The question is asked at the moment you send, not when you flip the switch, and it names the cost: your reply goes, the ticket closes, and your IT provider stops working on it. Cancel leaves everything exactly as it was, switch still on, nothing sent.
Warning: Closing a ticket stops work on it. If you are not sure the problem is fixed, send an ordinary reply instead and let your IT provider close it.Confirm it in the dialog. Too quick? Type a reply and press Reopen Ticket.
A closed ticket keeps its reply box. The button will not fire on an empty box, and the line beside it says so: reopening is a reply, so your IT provider gets the reason along with the ticket.
Too quick? Type a reply and press Reopen Ticket. Open Billing and click a service plan to see what it costs.
Your plans are grouped: one Core plan is your main deal, Add-On plans cover extra work, and License plans track software you pay for per person. Clicking one opens the period it is billing, the next bill date, the rate, the count it is charged on and the total.
Open Billing and click a service plan to see what it costs. Switch to Invoices and click one to see its lines.
The list is every invoice raised to you, with its status and dates. Opening one shows the line items behind the number, and Print or Download PDF gives you a copy to file or forward to whoever pays.
Switch to Invoices and click one to see its lines. Switch to Quotes to see what is waiting on a decision.
Every quote you have been sent is listed with its amount, status and expiry date, so you can see what is still open and what has already been converted or rejected. Accepting one happens on the link your IT provider emails you, not from this list.
Switch to Quotes to see what is waiting on a decision. If your IT provider takes a card on file, a My Payment row appears in the left menu.
The page is where your company saves a card with your IT provider, so nobody ever has to email card details or read them down the phone. It shows the brand, last four digits and expiry of each saved card, and no amount: there is no pay button and nothing is charged from the page. Remove takes a card off, which also ends the agreement that let it be charged. The row and the page only exist when your IT provider has both saved their payment processor keys and switched client card capture on; until then there is no My Payment row, and going to the address directly lands you back on Billing. Only the account owner, the primary contact and the Billing role can add or remove a card - everyone else sees what is on file and no buttons.
Open Users to see who on your team can see what.
Clicking a person opens their role and the whole effect of it: every section of the portal with View, Edit, Admin or Personal beside it. Changing the role changes the grid, so you never have to guess what a role unlocks. The account owner is fixed and shows as Full Access.
Open Users to see who on your team can see what. To give someone outside the portal a password, open the entry in Documentation and press New link.
You choose how long the link lives - 1 hour, 1 day, 7 days or 30 days - you can cap how many times it opens, and you can put a pass phrase on it. The note field is for you, so the list says later who the link was for. You need edit access on Documentation to share.
To give someone outside the portal a password, open the entry in Documentation and press New link. Copy the link straight away, and revoke it when it is no longer needed.
The link itself is shown once, at the moment you create it. After that the list shows only the state of it: active, how many times it has been opened, and when it expires. The icon at the end of the row revokes it on the spot. Expired and revoked links stay in the list as history, so there is always a record of who was given what.
Note: Revoking is immediate and cannot be undone. Anyone still holding the link stops being able to open it, so create a fresh one rather than trying to restore it.Copy the link straight away, and revoke it when it is no longer needed. Finish an assigned training from Security Training.
Click the row to open it, read the lessons, then read the check at the end. The correct answer is marked on every question, so it is there to teach you, not to test you. Tick the box to say you have read and understood it, then press Confirm Training Record. The row moves to Completed with today's date against it.
Finish an assigned training from Security Training.
Other ways to do this
The rest of the left menu
Projects lists larger pieces of work with their sub-tasks, Devices lists the machines being monitored for you, Licenses tracks software you pay for per person, Meetings holds your past and upcoming reviews with their action items, Security shows what has been watched and handled, and Activity Log is the record of what has happened on your account.
Raising a ticket by email instead
Send an email to the support address your IT provider gave you. It becomes a ticket, and it turns up in this same Tickets list with your message as the first entry in the conversation.
If it did not work
- If the sign-in link does not arrive, check that you typed the address your IT provider set you up with, and look in junk mail. The link is one-time and time-limited, so an old one from a previous attempt will not work.
- If there is no Close on send switch in your reply box, your role does not include closing. The User and Billing roles do not get it; ask whoever holds Owner, Primary Contact or IT Admin at your company, or ask your IT provider to change your role.
- If a section this page shows is missing from your left menu, your role does not include it. Open Users, click yourself, and read the Access by section grid to see what your role covers.
Questions this page answers
How do I complete a training?
Click the training row to open it. Read the lessons, then read the check at the end. The right answer is shown for each question, so it is there to help you, not to test you. Tick the box to say you have read and understood it. Then press Confirm Training Record. We record it once and move the row to Completed.
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